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Refunds & Returns

At Hawke's Bay Packaging and Cleaning Solutions, we stand by the quality of our products and want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help.

Returns

You may return most new, unopened items within 30 days of delivery for a refund or exchange. To be eligible for a return:

  • The item must be unused and in its original packaging.
  • Proof of purchase (receipt or order number) must be provided.
  • The item must not be a clearance or custom-made product.

To initiate a return, please contact our team at orders@hbpcs.co.nz with your order number and details of the issue.

Change-of-mind returns: Approved returns of new, unopened products may be subject to a 10% restocking fee. Return freight is the responsibility of the customer.

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund. If your return is approved, we will process the refund to your original method of payment within 5–10 business days.

Refunds will not be issued for:

  • Items returned damaged due to misuse
  • Custom or special-order products

Damaged or Faulty Goods

If you receive an item that is damaged or faulty, please contact us as soon as reasonably possible after receiving your order. Include your order number and photos of the product and packaging. We will offer a replacement, exchange, or refund as appropriate under the Consumer Guarantees Act 1993. No stocking fee will apply.

Exchanges

If you need to exchange an item for the same or a different one, please contact us at orders@hbpcs.co.nz. You may be responsible for the shipping costs unless the product was faulty or incorrect.

Shipping Costs

Return shipping costs are the responsibility of the customer unless the item is defective, incorrect, or otherwise covered by warranty or consumer law. We recommend using a trackable shipping service for all returns.

Questions?

If you have any questions about our Returns and Refund Policy, please contact us at: